If a product is faulty in any way, then you can return it within 14 days. Please call our Customer Services Department on 020 8960 4567 upon receipt of the product quoting your name or order number. A Customer Services representative will then talk you through the returns procedure which can often be eased by providing a digital image of the fault (along with a clear description of the problem) in an email to our customer support team. In many cases, remedy action can be taken as soon as substantiation of the claim is clear via email.
If the fault cannot be verified over the phone or email, the item may be required to return to us for inspection before a determination can be made as to the state of the product.
Please do not send your products back to Contrado without contacting a member of our team first. May we remind you to review the terms that you agreed to at time of purchase which are on our web site if purchased on-line and in the on-line order confirmation email.
We are determined that you should be a happy customer, and we put in huge efforts to produce the best items we can, but human error may occasionally surface. If you are unsatisfied, raise your concern. Please note we work in accordance with these provisions:
Non-faulty goods. We cannot accept returns of Non-Faulty goods because the products have been personalised or customised specifically for you.
To return faulty goods you need to firstly contact a member of our Customer Services on chat or phone 020 8960 4567. Please send written notice and return the product to Contrado Imaging Ltd (please see the Contact Us page for the address)
We will only acknowledge returned goods if they are sent using Royal Mail 'Signed For' Recorded delivery so you have proof of delivery. You will have to meet the delivery costs of returning the products, although we will refund the postage at our discretion once the item in question is rechecked. If we are at fault then we will reimburse Royal Mail 'Signed For' Recorded delivery postage costs.
It is only when we receive the item in its original state, that Contrado will redo or recommend remedy for a faulty item. Please note if the product is not in an unused condition then we will not be able to offer you a remedy save for faulty workmanship which we may repair.
Where there is minor fault we may suggest an alternative remedy.
It is rare that problems occur and when it does, see our customers' feedback here: